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Work Background
Infosys ConsultingPrincipal Technical Program Manager
Nov. 2023London, England, United KingdomPrincipal Technology Programme Manager – BP Central Data Office - Jan 2025 - Till Date
Defined customer contact, onboarding, and offboarding strategy across Fleet, Aviation, and Lubricants systems.
Implemented a data governance framework, reducing inconsistencies by 40% and ensuring compliance.
Automated data validation, improving accuracy by 35% and cutting manual effort by 50%.
Led resolution of 5,000+ critical data issues, reducing customer complaints by 30%.
Developed a real-time monitoring dashboard, enabling proactive fixes and efficiency gains.
Aligned global teams across 5+ regions, standardizing governance and reducing duplication by 20%.
Ensured GDPR & CCPA compliance, mitigating risks and enhancing data security. Product Line Manager – BP Fleet Solutions November 2024 to December 2024
Led customer onboarding for BP fuel cards, aligning with strategic goals and customer needs.
Managed global delivery, driving scale and enabling new market entries.
Digitized and transformed BP Fleet’s sales process, collaborating across European sales teams.
Prioritized and shaped product features, optimizing costs and revenue impact.
Ensured ROI-driven product roadmaps, aligning delivery with business growth.
Led development & support teams, ensuring timely sprint-based deliveries.
ShellInformation and Digital Technology Manager - Marine (Low Carbon Solutions)
Sep. 2021 - Nov. 2023Bangalore Urban, Karnataka, India- Own the Strategic Plan for the Portfolio, co-creating and evergreening technology and data response to business vision, priorities and challenges through the business facing natural team.
- To identify, select, refine, and relentlessly manage a robust pipeline of technology and data opportunities that target the unlocking of new sources of business value from recognized business and customer problems.
- Accountable for identifying and delivering bottom line value to Marine Luricants and Technical Services business globally through implementation of innovative IT solutions and harvesting existing IT assets.
- Relationship management: Lead Natural teams in IT and align internal & external IT partners to operate with a Commercial mindset while driving measurable value.
- Business Intelligence: Exhibit deep understanding of Business and Industry landscape including strategic priorities, challenges and external market perspectives.
- Integrated IT strategy: Influence Business strategy by exploiting existing IT landscape and identifying opportunities to transform the business through deployment of processes, data and technology.
- Value Generation: Apply investment discipline to IT expenditures, ensure business changes are embedded and benefits are realized.
ShellSenior Continuous Improvement Speciali
Feb. 2019 - Sep. 2021Bengaluru Area, India• Orchestrating overall direction and oversight of continuous improvement initiatives, framework, tools, resources, and methodology across Downstream business within Shell.
• Leading the process that identifies and implements significant Continuous Improvement opportunities to support corporate objectives.
• Ensuring the integrity of IT services & operational processes with improved efficiencies, reduced costs leading to a 80% increase in stakeholder satisfaction.
• Developing and communicating effectively the strategic vision, scope, and mission to the downstream organization of 300+ employees.
• Conducted an organization-wide feedback exercise to collate data and insights required to analyze & further improve CI processes.
• Developing standards of performance based on process innovation and best-in-class practices & enabling teams to identify and share best practices.
• Managing the preparation, development, and publishing of Continuous Improvement materials to include detailed process documentation, process maps, and training (webinar) materials, etc. downloaded & inculcated from the grass root levels to BU heads.
• Designing and delivering Lean Management System training, workshop & coaching teams in their projects using lean methodology and facilitating project tollgate reviews.
• Leading detailed process analysis using statistical tools and CI methodologies.
• Achieved $10 Million Bottom Line savings for the organization year on year.
• Reduced & saved $5 Million time & effort hours of resources year on year.
• Raised the adoption rate of CI processes to 80% from 10% within a year.
ShellIT Product Owner
Oct. 2016 - Feb. 2019Bengaluru Area, India• Drove reliable, secure, and affordable strategic priorities while implementing enterprise solutions across the organization.
• Owned the implementation of IT operations management (ITOM) and IT service management (ITSM) modules within ServiceNow. • Led all sprint planning, scrum meetings for execution monitoring, and efficient closures.
• Identified and supported new technologies (Cloud, SaaS), digital transformations & future-ready ways of working (DevOps, Bi-Modal, Agile).
• Implemented ServiceNow tool with the ITSM & ITOM modules within a year covering 1 lakh Shell staff. • Developed comprehensive monitoring of risks, issues, dependencies, contingencies, and resources to remove roadblocks and achieve 99% timely output.
Akamai TechnologiesProgram Manager - Technical
Nov. 2014 - Oct. 2016Bengaluru Area, India• Spearheaded end-to-end designing, defining, and implementation of enterprise tools & IT infra projects with a team of 4 Project Managers.
• Simultaneously managed, governed, and lead 5 Issues related service desks and 7 end-user computing projects. • Directed project budgets of $1Million with strong stakeholder engagement, vendor coordination & collaboration with business & cross-functional teams.
• Used agile methodologies for program performance & deliverables, with improvised changes to the original specifications.
• Established project estimates, forecasts and set weekly goals that led to exceed meeting project milestones by 20%.
• Designed and implemented BMC Remedy Force Enterprise ticketing tool supporting 5000+ headcount.
WiproLead Administrator - Problem Management
Jun. 2013 - Nov. 2014Bangalore, India• Migrated & transitioned the Problem management project for a global bank with xx end-user base from the UK to India.
• Owned & enhanced continuously effectiveness and efficiency and brought it to business as usual in India
• Front faced international clients and liaised with IT executives, IT platform managers in meetings and reviews.
• Identified trends and potential problem sources by analyzing Incidents (especially Critical Incidents) and acted to resolve them.
• Tracked and brought to closure aging open chronic problems, reducing the backlogs by 60%
HSBCIncident & Problem Management – Data Center Service Management
Sep. 2012 - Jun. 2013Hyderabad Area, India• Managed major IT incidents and problems with reactive root cause analysis and proactive trend analysis as per ITIL® practices.
• Recovered IT services provided by GR (Global Resourcing) for 21 sites globally within HSBC Group & supported a user base of 36,000+
• Ensured 100% alignment & compliance with Business/IT Service Level Agreements, GR IT & group Incident management processes.
• Produced problem records detailing using six sigma methodologies to determine the root cause.
• Warranted goals of the Problem Management process are achieved with sustainable resolutions preventing recurrence.
• Reduced the adverse impact of Incidents and Problems on the services managed within GR and Group IT infrastructure by reducing the MTTR (mean time to restore) by 30%.
HSBCAssistant Manager- IT Processing Operations
Jul. 2005 - Sep. 2009Hyderabad Area, IndiaAs a Project Manager- Global Help Desk Centralization Project | Feb 2008 - Sep 2009
• Elevated to essay the role of a Project Manager, to consolidate & centralize 11 Regional helpdesks across the globe to an issue-based unified process.
• This project outcome led to a reduction of 52 full-time resources year on year saving revenue region-wise.
• Achieved defined goals by using plans, schedules, and resources to execute project activities within a set timeframe.
• Applied PM methodologies to plan & establish resources, tasks, milestones, and deliverables necessary to requirements.
• Owned & managed end-to-end PM life cycle from initiation, planning, execution, monitoring, control to closure. As an Assistant Manager- IT Processing Operations – Service Desk Team | Sep 2006 – Jan 2008
• Was promoted to transition work from Hyderabad to Kolkata’s Global In-house Centre ground-up supporting HSBC’s UK end-users.
• Recruited, trained, and managed 30+ regional support resources to deliver desired process outcomes.
• Managed team size of 40, offering IT enterprise support to internal global Bank’s IT end-users.
• Consistently achieved high Customer Satisfaction (CSAT) scores of 95% and 1st call resolution rate of 80%.
• Selected to transition blackberry in 2 phases to an employee base of 50K with knowledge and functional training & support.
• Drafted technical content used in the centralized employee repository on the internal helpdesk intranet. As an IT Service Desk Analyst | Jul 2005 -Aug 2006 • Supported the Bank’s IT infrastructure delivery functions and facing end-users to resolve It related issues.
• Handled a high volume of calls from the end-users and completed them in the specified turnaround time.
• Resolved 75s% of calls at their first point of contact using the knowledge base tool
• Raised incidents/tickets to escalate problems to second-level support areas as appropriate.
Sutherland Global ServicesTechnical Process Executive
Jul. 2004 - Jun. 2005Chennai, Tamil Nadu, IndiaGE CONSUMER & INDUSTRIAL LTD. | BANGALORE, KA INDIA | Jul 2004 - Nov 2004 • As a Project Trainee managed and alerted outages related to the servers located in various parts of the group in a global command center.
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